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HERMON

Delivery model

One delivery base. Six Gulf markets. One partner.

HERMON delivers from Jordan to clients in Jordan and across the GCC. Here is how remote delivery, on-site support, governance and ownership fit together.

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JordanSaudi ArabiaUnited Arab EmiratesQatarKuwaitBahrainOman

How the model works

Four layers, one service.

  1. Layer 1

    Remote engineering delivery

    Engineering, operations, monitoring and service desk run from Jordan in UTC+3. Teams use your tools or ours, under your security requirements.

  2. Layer 2

    Qualified local site-support partners

    When work needs hands on site, such as hardware, cabling, cut-overs or workshops, we use vetted local partners or scheduled engineer visits. Availability is confirmed per engagement.

  3. Layer 3

    Central service delivery governance

    Service levels, change control, security, quality reviews and reporting are run centrally, the same way for every client and every partner.

  4. Layer 4

    One point of contact

    You hold one contract with HERMON. Partners work under our governance, and we answer for the whole service.

On-site support in GCC countries is provided through qualified local partners or arranged visits, agreed per engagement.

Interactive map

Delivery geography

Select a country to see how delivery works there.

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Engineering, operations and service desk delivered from Jordan to every market.

JordanUTC+3Saudi ArabiaUTC+3United Arab EmiratesUTC+4QatarUTC+3KuwaitUTC+3BahrainUTC+3OmanUTC+4
Delivery baseClient marketRemote delivery pathBoundaries: Natural Earth 1:50m (public domain), shown for orientation only.

Select a country

Headquarters and delivery base

Jordan

UTC+3

  • Engineering and operations teams
  • Service desk and monitoring
  • Delivery governance and quality management
Delivery by country (text summary)
Delivery arrangements by country
CountryTime zoneDelivery
JordanUTC+3Engineering and operations teams; Service desk and monitoring; Delivery governance and quality management
Saudi ArabiaUTC+3Remote delivery from Jordan; On-site support through qualified local partners or arranged visits, agreed per engagement
QatarUTC+3Remote delivery from Jordan; On-site support through qualified local partners or arranged visits, agreed per engagement
KuwaitUTC+3Remote delivery from Jordan; On-site support through qualified local partners or arranged visits, agreed per engagement
BahrainUTC+3Remote delivery from Jordan; On-site support through qualified local partners or arranged visits, agreed per engagement
United Arab EmiratesUTC+4Remote delivery from Jordan; On-site support through qualified local partners or arranged visits, agreed per engagement
OmanUTC+4Remote delivery from Jordan; On-site support through qualified local partners or arranged visits, agreed per engagement

A request, end to end

How work moves through the model.

  1. Step 1

    Request raised

    Your team logs a request or an alert fires in monitoring.

  2. Step 2

    Triage in Jordan

    The service desk classifies, prioritizes and assigns it under the agreed service levels.

  3. Step 3

    Remote resolution

    Most requests are resolved remotely by HERMON engineers.

  4. Step 4

    On-site dispatch if needed

    If hands-on work is required, a qualified partner or a HERMON engineer is scheduled. The ticket stays with HERMON.

  5. Step 5

    Closure and reporting

    The request is verified and closed, and it appears in your regular service report.

See how the model fits your environment.

Tell us where your sites are and what needs support. We will outline how remote and on-site work would be arranged.

Discuss your requirements